Date Posted:
2019-11-20-08:00
Country:
United States of America
Location:
HMD31: Annapolis, MD 2551 Riva Road , Annapolis, MD, 21401-7435 USA
At Collins Aerospace, we’re dedicated to relentlessly tackle the toughest challenges in our industry – all to redefine aerospace.
Created in 2018 through the combination of two leading companies– Rockwell Collins and United Technologies Aerospace Systems – we’re driving the industry forward through technologically advanced and intelligent solutions for global aerospace and defense. Every day we imagine ways to make the skies and the spaces we touch smarter, safer and more amazing than ever. Together we chart new journeys, reunite families, protect nations and save lives. And we do it all with some of the greatest talent this industry has to offer.
We are Collins Aerospace and we hope you join us as we REDEFINE AEROSPACE.
Our Avionics team advances aviation electronics and information management solutions for commercial and military customers across the world. That means we’re helping passengers reach their destination safely. We’re connecting aircraft operators, airports, rail and critical infrastructure with intelligent data service solutions that keep passengers, flight crews and militaries connected and informed. And we’re providing industry-leading fire protection and safety systems that our customers can count on when it matters most. Are you ready to learn from the most knowledgeable experts in the industry, develop the technologies of tomorrow and reach new heights in your career? Join our Avionics team today.
Do you want to be part of a new, exciting initiative to combine foundational IT with new digital technologies? Our Digital Technology team is driving business efficiencies and a better customer experience by connecting technologies, people, information and processes. From making aircraft more electric, intelligent and integrated to building new software platforms such as Internet of Things, big data, artificial intelligence, and blockchain, there’s no better place to be right now than in digital. If you’re an agile thinker who enjoys utilizing modern technology to make big improvements, then you’re a perfect fit for this team. Join Collins Aerospace to help us revolutionize the aerospace industry today!
Role Overview
We are currently searching for a Director, Operations & Customer Experience to join our team in Annapolis MD.
Job Summary
Collins Aerospace, IMS, is embarking on a transformational journey to drive next generation mission critical operations. We’re looking for someone with passion leading a large operations organization focused on business transformation initiatives in partnership with cross functional stakeholders. The Director of Operations & Customer Experience reports to the Vice President of Information Management Services (IMS) and is a change agent with a deep background in 24x7x365 functional leadership with experience leveraging technology such as AIOps and modern ITSM toolsets to advance capabilities and enhance the customer experience.
This role will be responsible for leading the Customer Help Desk, 24x7x365 Network Operations Center (NOC), Cybersecurity Operations Center (CSOC) & Facilities and Telecommunications Operations teams. This organization manages a diverse mission critical global network that supplies communication services and value-added applications to our aviation & surface transportation customers around the world. The operations teams are the focal point for monitoring and managing the health, performance, and security status of the wide area network, applications, global data centers, and mission critical facilities.
Responsibilities:
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Lead a 72 person organization focused on operational excellence and best in class customer experience to include:
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24x7x365 Operations Center Tier 1&2 team ensuring customer call resolution, network reliability, availability, compliance with Customer Service Level Agreements (SLA), preventive maintenance requirements, and readiness of network components and service providers.
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Cyber Security Operations Center (CSOC) Tier 1&2 team supporting both internal enterprise systems, customer facing products and services, and customer owned products & services.
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Facility management team focused on office space optimization & next generation design focused on the new agile/digital workspace as well as mission critical facilities management.
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Telecommunications Operations; responsible for vendor management, telecom bill reconciliation and new customer activations.
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Ensure all communications and reporting are timely, accurate, and the reporting mechanisms are appropriately aligned with the needs of the stakeholder to include; customer advisories, management notifications, and technical escalations.
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Drive new technology assessment, selection, and implementation focused on driving automation, new capabilities, and new customer engagement models.
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Ensure that operations management policies, standards and procedures are properly implemented, enhanced, and maintained; including training, incident reporting and resolution, problem management, metrics collection, performance reporting and trend analysis.
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Work closely with business stakeholders to understand customer requirements, gaps, and desires to continuously improve service delivery; conduct regular communications with business leaders to status progress and validate direction.
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Define and drive new and fresh perspectives on KPIs
Basic Qualifications:
- This position requires a Bachelor’s degree in the appropriate discipline and 12 years of relevant experience or an Advanced degree in the appropriate discipline and 10 years of relevant experience. In the absence of a degree, 16 years of relevant experience is required.
Preferred Qualifications:
- Bachelor’s degree – technical engineering or IT related field and 8 years of experience managing a NOC and/or providing at least Senior Engineering level support in a large scale, complex, high performance network, is acceptable.
Skills Required:
- Minimum 8 years IT experience including prior experience in a network operations center, broadcast center, military electronics or relevant experience
- Experience in organizational transformation.
- Technical knowledge of networking and network security technologies and protocols
- Skilled utilizing Network Management tools
- Seven (7) years leadership experience for teams of ten or more;
- Customer Service Focused – the ability to deliver sustained high performance and high levels of customer satisfaction
- Analytical thinker, Metrics Driven
- Excellent verbal, written and presentation skills to effectively translate and communicate complex technical information and risk to all levels of internal and external organizations
- Strong problem-solving skills, critical thinking, excellent analytical ability
- Team building, mentoring and coaching skills
- Ability to communicate both verbally and in writing in a clear and concise manner
- Work well under pressure with differing levels of Management
- Ability to maintain confidential information and communications
At Collins, the paths we pave together lead to limitless possibility. And the bonds we form – with our customers and with each other – propel us all higher, again and again.
Some of our competitive benefits package includes:
- Medical, dental, and vision insurance
- Three weeks of vacation for newly hired employees
- Generous 401(k) plan that includes employer matching funds and separate employer retirement contribution
- Tuition reimbursement
- Life insurance and disability coverage
- And more
Apply now and be part of the team that’s redefining aerospace, every day.
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